Finch Manor Nursing Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery. At the last assessment the provider was in breach of person-centred care. Improvements were found at this assessment, and the provider was no longer in breach of this regulation.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were detailed, person-centred and reflected people’s individual preferences, routines and support needs. Staff supported people flexibly, respecting choices about hobbies, mealtimes and daily routines and how they spent their time. Records used person-centred language which reflected people’s preferences, strengths and individuality. Monthly audits were completed to monitor the quality of care records and identify areas for improvement. People told us they felt involved in their care and decision making. A person told us, “Treatment has been excellent.” Another person told us, “I’m asked about my care plan and I can make changes.” A relative told us, “[Person’s name] condition has deteriorated over time, and she has lost her mobility, they have accommodated this by providing specialised equipment, such as a new chair.” Another relative told us how a manager went, “Above and beyond”, driving late of an evening to find an open chemist to obtain a prescription. Another relative shared candidly how they felt the staff at Finch Manor knew their relative more than they did, which gave the relative reassurance.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The registered manager and staff demonstrated a good understanding of people’s diverse health and care needs. Our observations confirmed staff consistently applied this knowledge in practice, ensuring people’s needs were met effectively. People were supported to make informed choices about their care and healthcare appointments, with staff involving relatives where appropriate and providing information in ways people could understand. Feedback from staff, relatives and leaders indicated continuity of care had improved due to better staff retention and reduced reliance on unfamiliar agency staff. Where agency staff were required, the provider sought to use regular agency workers who were familiar with the service and people's needs, helping to promote consistent and person-centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff adapted their communication to ensure people received information in ways they could understand. For example, visual aids, pictorial menus and other communication tools were used to support decision making. We observed staff using a range of communication methods, including gestures, signs and an understanding of people’s body language. Staff had a good awareness of people’s communication preferences and adapted their approach accordingly.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. We observed open communication between people, staff and managers. People told us they had no complaints, but were confident if they did, they would be listened to and their concerns would be addressed. One person said, “I can’t recall any proper complaint. I’d ask to talk to [name] the staff are all great, nothing is too much trouble.” A relative told us, “I know if I have something to say, I am listened to and they will action it.” Another relative told us management were available on the weekends when they visited and if they approached the office, they had been listened to and matters were addressed. Another relative told us, “Management, nurses, and staff update me as needed, and issues are addressed quickly, preventing problems from festering.” Relatives told us they knew how to raise any concerns and who to speak with if needed. The registered manager facilitated regular resident and relatives’ meetings providing opportunities for people to share feedback and contribute to the development of the service. Dates of meetings were displayed in advance on accessible notice boards.

The provider made sure people could access the care, support and treatment they needed when they needed it. Records showed people were supported to access a range of healthcare services, including emergency care, specialist services and routine healthcare appointments. People and relatives told us they could access to GP’s, nurses, chiropodists, opticians, hairdressers and other specialist professionals as needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People experienced equitable, person-centred care reflective of their individual needs, preferences and values. Staff recognised and responded to differences in communication, health needs and personal circumstances to ensure positive outcomes for people. People were provided with information, policies and procedures in formats they could understand, helping them to raise concerns, make complaints and understand their rights. The provider had an accessible information policy in place and took steps to ensure information was available in line with people's individual communication needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were supported in a sensitive way to consider and discuss their end-of-life wishes. People were supported to plan in a way which reflected their wishes, goals and interests. Care plans included information about what was important, enabling staff and the activities team to provide personalised and meaningful experiences. This included opportunities to access activities of interest both at home and within the local community.